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Black Label - Loss limit requested and agreed but not added as stated


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Black Label Casino Review.

Player's Complaint

I asked to add a loss limit to my account as I didn't want to risk losing all my money in the run up to Christmas. The online chat confirmed they had added this. I then spoke to another customer service rep and they confirmed their colleague had added the wrong limit. Now I have lost all my funds. I also have an account with Golden Axe (Both owned by Prism Marketing). I'd be happy to receive either the money spend over the agreed loss limit, or my deposited fund to both sites, whichever is least but any help is much appreciated. Please email if you need any evidence.

Read the casino review

4 Responses

User icon
December 7, 2020

Hi goplay24 - welcome to!

As a UK citizen you should only be playing with operators that hold a UKGC license. Black Label Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.



User icon
December 7, 2020

Thank you for your reply. I did not know they were breaking the law by accepting my custom. Is there anything I can do to reclaim any deposits made?

User icon
December 10, 2020

I have just spoken to a manager at black label and they have agreed to add half of the losses back to my account due to the loss limit not being added. I am satisfied with this outcome as I understand it was partially my fault for wagering the money beyond the agreed loss limit. Customer service was friendly. Shame I couldn’t get the full amount back but hopefully both myself and black label will learn from this mistake.

User icon
December 27, 2020

Hi goplay24,

Thanks for letting us know - it is appreciated!


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goplay24 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Black Label

December 7, 2020

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